Windsor Court Residential Home

Updated 21 August 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC's response to the coronavirus pandemic we are looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.

This inspection took place on 9 August 2021 and was announced.

Updated 21 August 2021

This inspection took place on 18 September 2018 and was unannounced, which meant the staff and registered provider did not know we would be visiting.

Windsor Court is a care home. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided and both were look at during the inspection. The service is registered for 32 people and at the time of inspection there were 28 people living at the service.

Following our last inspection the service had appointed a new registered manager and they have been registered with the Care Quality Commission since May 2018. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The last inspection of the service was carried out in December 2017 and found that the service was not meeting all the requirements of Health and Social Care Act 2008 and associated regulations. We found concerns relating to risks to people arising from their health and support needs not always being completed or robustly reviewed. Medicines were not always managed safely and people’s dining experience did not meet the expected standards, their needs or promote people’s wellbeing.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions to at least good.

At this inspection we found that the provider had worked to drive improvements within the service. Audits were now taking place with a full action plan along with any lessons learnt. Medicines were being managed more safely. Risk assessments relating to the health, safety and welfare of people using the service were completed and regularly reviewed.

We found that people’s dining experience had improved with the cook presenting food that was much more appetising for people who required pureed diets. Speech and Language Therapy (SALT) referrals were being actively made.

People were happy and told us they felt safe. The staff had a good understanding of safeguarding, what their responsibilities were and could clearly tell us what action they would take if they had any concerns about the way people were supported. Staff received safeguarding training and had access to information about the different types of abuse, how to prevent abuse and how to respond to an allegation.

People who used the service and the staff we spoke with told us that there were enough staff on duty to meet people's needs. The management team closely considered people's needs and ensured sufficient staff were on duty each day and night.

Effective recruitment and selection procedures were in place and we saw that appropriate checks had been undertaken before staff began work.

People's care needs were assessed, and clear plans were now in place to meet people’s individual needs. People were cared for by staff who knew them very well and understood how to support them.

A training programme was in place that enabled staff to provide the person-centred care and support people needed. New staff completed a service induction programme and undertook the care certificate, this meant that they had the knowledge and skills required to meet people’s needs. Staff also received regular supervision sessions, which assisted the registered manager to identify areas for development.

Staff had a basic understanding of the requirements of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS) and had received training. The provider had appropriately requested Deprivation of Liberty Safeguard (DoLS) and ensured that these were regularly reviewed.

We observed that staff had positive relationships with the people who used the service. Staff were patient, kind and respectful to people, taking time to talk to people and answer questions. We saw that staff were aware of how to respect people's privacy and dignity. Staff sensitively supported people to deal with their personal care needs. People told us they felt they would receive support from staff when needed.

We found that there was a range of stimulating and engaging activities provided by the service which included outing to the seaside, small pet visits, baking and crafts.

The service had a complaints policy that was applied if and when issues arose. People and their relatives knew how to raise any issues they had.